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Forecasting Analyst

Workforce Management Analyst specializing in scheduling, forecasting, and real-time adherence.
Figure
Hybrid
On-Site
United States
USD 51,900 - 64,900
Job Description
Figure is seeking a highly analytical and detail-oriented Workforce Management Analyst to join their team. This role focuses on optimizing workforce schedules and ensuring efficient resource allocation to meet service-level objectives. The ideal candidate will have expertise in telephony systems and provide insights for process improvements related to call routing and handling for the Customer Operations team.Figure is a financial technology firm that is helping homeowners tap their liquidity easily, efficiently and reasonably. Figure is the #1 non-bank HELOC lender.What this role involves:
  • Utilize NICE IEX as your workforce management tool to monitor real-time adherence to schedules and SLAs.
  • Make real-time adjustments to staffing allocations to optimize resource utilization and meet service goals.
  • Analyze real-time performance metrics, such as AHT, occupancy, and adherence, to identify trends and areas for improvement.
  • Act as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions.
What we look for:
  • 1-3 years of WFM experience in a contact center (preferably with 100+ agents).
  • A solid understanding of NICE/IEX WFM software and reporting.
  • Knowledge of the financial services regulatory environment (preferred).
  • Has a results-driven mindset by approaching tasks with urgency and efficiency.
  • Maintains a focused, self-motivated, and reliable work approach with the ability to work independently.
  • Possesses a positive attitude with excellent interpersonal skills.
  • Ability to work in a team environment and adapt to changing workloads and circumstances effectively.
What this role offers:
  • Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans.
  • Company HSA, FSA, Dependent Care, 401k, and commuter benefits.
  • Employer-funded life and disability insurance coverage.
  • 11 observed holidays & accrued PTO plan.
  • Up to 12 weeks paid family leave.
  • Continuing education reimbursement.
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Figure

Figure is a financial technology firm focused on maximizing the value of homeownership. The company operates at the intersection of regulation and technological transformation, offering homeowners efficient access to liquidity. Specializing as a non-bank HELOC lender, Figure develops financial models, analyzes key performance indicators relevant to fintech, and provides data-driven insights for strategic decision-making. Figure fosters a collaborative work environment, emphasizing continuous learning and impactful contributions.

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